The SalesForce integration by default should supply the handle time for each interaction in the Case/Contact Activity record. You can easily produce a dashboard widget to average that over the time selected. As for topics, that is in the conversation speech analytics data, but you will need to create a SalesForce Flow that waits after disconnect for a few seconds and the run and Get Conversation Details to retrieve that and write it to the activity. Then you use Tableau or a widget to display the result. It will be a JSON formatted response, so use Flow to either create pipe-delimited or csv response.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 07-10-2023 13:51
From: Kali Fugatte
Subject: AHT With Classification and Intent
Hello! My company utilizes Salesforce CRM platform in conjunction with Genesys. I was curious if anyone knows if and/or how it's possible to track AHT by classification and intent in cases? Trying to find out which classification/intent is taking our advocates the longest on their calls. Thank you in advance!
#Reporting/Analytics
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Kali Fugatte
Humana Inc.
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